Bpm’online recognized in latest Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center
Latest Gartner report recognizes bpm’online for completeness of vision and ability to execute
Bpm'onlime today announced that it has been included in the 2016 Gartner Magic Quadrant for the CRM Customer Engagement Center t.(1).
According to the report, this “Magic Quadrant examines the global market for customer service and support applications designed to engage customers through whichever channel they are using when they require assistance... At the heart of a Customer Engagement Center (CEC) is a case management and problem resolution system. It requires a strong ability to create, split, federate, join, assign and escalate cases, if it is not to be of merely marginal benefit to a CRM initiative. The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management.”
Bpm’online views its inclusion in this year’s Magic Quadrant for CRM Customer Engagement Center as further validation of its mission to provide best-of-breed technologies through a process-driven CRM that enables organizations to develop deeper customer relationships at each point of the customer journey regardless of the channel.
“For years, bpm’online’s process-driven CRM has been empowering organizations with the agility to scale engagement in customer relationship operations across any and all channels or devices,” said Katherine Kostereva, CEO and managing partner at bpm’online. “We are honored to be recognized among the providers of customer engagement center solutions. An added value bpm'online customers receive in addition to the remarkable customer service product, is the ability to leverage marketing and sales functionality – all on one platform.”
Best practice processes in bpm’online guide users through the most effective actions to deliver superior service. To effectively manage customer engagement and to create a more personalized and seamless customer experience, organizations leverage bpm’online’s multichannel CEC functionality through its unified and engaging user interface. Ensuring every request is handled efficiently and consistently is easier than ever with bpm’online’s embedded knowledge management and case management capabilities combined with a powerful business process management engine.
Bpm’online provides great deployment flexibility by offering both cloud and on-premise deployment options. With an easy to configure and customize solution, bpm’online clients yet again ranked the solution extremely high for its "cost to value" in this report.
The complete report is available on Gartner.com (requires subscription).
About Gartner Magic Quadrant for CRM Customer Engagement Center
Vendors' positions in this Magic Quadrant reflect the growing demand for cloud-based customer service applications to support agents who engage with customers through multiple channels. The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management. Also evaluated are interaction assistance tools and service analytics dashboards. Ideally, the applications should have tools for both agents and customers, designed on a common platform.
(1) Gartner, Magic Quadrant for the CRM Customer Engagement Center, May 4, 2016
Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Bpm’online is a premium vendor of process-driven CRM for marketing, sales and service. The beauty and core value of bpm’online products are the out-of-the-box processes that guide users through the most effective actions to accelerate results. Users love bpm'online's engaging interface with its social look and feel, free from redundant information that keeps them focused on what's relevant. Today, the company employs 600+ experts and serves over 6,500 customers worldwide.
For more information, visit: www.bpmonline.com